Customer Care

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Orders & Payments

Will you charge me sales tax and how much?

Sales tax is applied in each state that Planet Blue operate and/or has a retail store location.

Why was my order/item cancelled?

The item you ordered was either out of stock due to an inventory error or unforeseen delays by manufacturers. If indeed the item you ordered is out of stock, you will be contacted within 24 to 48 hours. If you ordered more than one item, your other item will be shipped and the item that is out of stock will be canceled off your order.

Order Verification:

Orders may be subject to payment verification. For the protection of our customers, we want to ensure that every order that we ship out was authorized by the cardholder. If your order is placed on hold, we will reach out to you right away to ensure that the delays are minimal.

Why is my credit card not working?

There are several reasons why this could happen, so please check the following before you retry. Our site only allows three attempts per hour.

Your bank has a hold on your account because you tried to place your order too many times with the incorrect billing information. Depending on your bank, you may see several pending transactions, which will not be charged.

You do not have sufficient funds in your account.

We do not accept your credit card type. We only accept Visa, MasterCard, American Express, Discover and PayPal.

Can I use my store credit/store gift card online?

At this time, you can only use store credit/gift card in our retail locations and the online gift card on the website, but they do not expire. If you are unsure of the type of gift card you have: If your gift card has all numbers, this card can be used in store only. If your gift card has both numbers and letters, this card can be used online only. If you would like to switch, please email customer service with your name, email address, phone number, billing address and gift card number.

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